An innovative partnership program between CareerBuilder and Capella Learning Solutions

Customer Service Representative

Essentials of Customer Service

Our Essentials of Customer Service course is designed to be completed within three hours.

This course prepares you for entry-level customer service roles with job titles like customer service representative, customer service specialist, customer service associate, customer care representative and customer care specialist.


Practical Experience

Essentials of Customer Service was developed in collaboration with industry experts and provides you with real-world examples to ensure you are equipped to take on the job responsibilities employers will expect. Throughout the course you will complete a series of projects to build a career portfolio that can be shared during interviews.

Verified Skills

To complete the course and become a verified RightSkill candidate, you must pass a series of mini-assessments to verify your skills.

Job Interview

Once you become a verified RightSkill candidate, we work with you to secure job interviews with employers in your area who are actively hiring.

Skills We Build, Assess and Verify

Interacting with and managing customers

Managing cases

Time and stress management

Working remotely

Sales generation and customer retention

Troubleshooting fundamentals

Working with email, phone and chat interfaces

Course Outline

Interacting with Customers
  • The Role of the Customer Service Representative (CSR)
  • Interacting with Customers
  • Communication Skills for CSRs
  • Information Security and Privacy
  • Communication in Chat, Phone, and Email
  • Social Media and Digital Savvy
  • Addressing Barriers to Customer Service
Managing Cases
  • Using Technology to Handle Customer Inquiries
  • Tracking Cases
  • Tracking Systems
  • Using the CRM System to Manage the Case
  • Ending the Customer Interaction
Managing Day-to-Day Activities
  • A Day in the Life
  • Multitasking
  • Managing Stress
  • Working Remotely
  • Taking Ownership of Your Career

Get started on your new career path!

Find RightSkill opportunities in your area today!